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Technical Support Associate - Norwegian

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Abbott Laboratories

7d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Galway

AI generated summary

  • You need a relevant 3rd level certificate or degree, 1 year in a medical or customer support role, and fluency in Norwegian for this position.
  • You will manage customer inquiries, provide troubleshooting support, document complaints, ensure timely resolutions, identify process improvements, and maintain product expertise.

Requirements

  • 3rd Level Certificate, Diploma or Degree in relevant discipline i.e. but not limited to Science, Biomedical, Medical Transcription, Healthcare Services, Nursing, Engineering discipline required.
  • Minimum 1- year of experience required working in a medical/clinical environment or in customer facing support role in an associated industry and be capable of providing excellent customer experience with challenging technical complaints.
  • Fluency in Norwegian language is a requirement for the role.

Responsibilities

  • Receive inbound Customer calls and email communications and address in a professional and friendly manner
  • Review, prioritize and manage group mailboxes to ensure all inquiries and complaints are actioned
  • Provide first level support in troubleshooting customer complaints across the designated product range by analyzing customer problems and asking the appropriate questions to support resolution
  • Document complaints and inquiries using the appropriate guidelines and procedures to ensure completeness and accuracy of the records
  • Communicate complaint investigation conclusions to customers through written reports and phone conversations
  • Resolve and address any complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team and the company
  • Continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience
  • Develop and maintain areas of expertise in product specialties required for role; sharing and expanding knowledge within the ARDx Technical Support team
  • Execute applicable Quality System processes
  • Maintain ability to comply with business continuity plan (i.e. Work remotely if required)
  • Other duties as assigned
  • Assume responsibility and accountability for daily tasks and highlights any risk to Technical Support Team Lead/Supervisor
  • Support customers in different market time zones as required for the position

FAQs

What is the main focus of the Technical Support Associate position?

The main focus of the Technical Support Associate position is to provide first line technical support for Abbott's diagnostic products, assisting end users, distributors, and commercial teams with inquiries and complaints.

Is fluency in Norwegian required for this role?

Yes, fluency in the Norwegian language is a requirement for the role.

What qualifications are necessary for this position?

A 3rd Level Certificate, Diploma, or Degree in a relevant discipline such as Science, Biomedical, or Nursing is required, along with a minimum of 1 year of experience in a medical or customer support role.

What kind of inquiries will the Technical Support Associate be handling?

The Technical Support Associate will handle inquiries and complaints related to Abbott's products in the Infectious Diseases, Toxicology, and Cardiometabolic and Informatics business units.

How will technical support be provided to customers?

Technical support will be provided via phone, web-based tools, and email communications.

What are the key performance indicators associated with this role?

The role includes resolving and addressing complaints or inquiries within the target timelines described within the key performance indicators for individuals, the team, and the company.

Are there opportunities for process improvements in this position?

Yes, the Technical Support Associate will continually evaluate and identify opportunities to drive process improvements that positively impact team performance and customer experience.

Will the Technical Support Associate be involved in complaint documentation?

Yes, the Technical Support Associate is responsible for documenting complaints and inquiries accurately to ensure completeness of records.

Is experience in a medical or clinical environment necessary?

Yes, a minimum of 1 year of experience in a medical/clinical environment or in a customer-facing support role is required.

What kind of improvement efforts will be expected from the Technical Support Associate?

The Technical Support Associate will be expected to identify and suggest process improvements that can positively impact the team's performance and enhance customer experience.

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Abbott Laboratories

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life-changing technologies that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love. With headquarters in north suburban Chicago, Abbott serves people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. More than 115,000 of us are helping millions of people to live better and healthier, every day around the world. Our employees do work that matters as part of a global community that supports them with career development opportunities and locally competitive benefits. Mission: We help people live better and healthier with our life-changing technologies. We're revolutionizing health with the most personal technologies, empowering people with the data and knowledge they need to help them live longer and better.